Frequently Asked Questions


Do I need to pre-book or can I just buy tickets when I arrive at Rathwood?

Yes, tickets must be purchased in advance and are available through our website from 17th of February. Please note, due to the amount of bookings taken daily we are unable to take bookings over the phone.

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Do I need to pre-book or can I just buy tickets when I arrive at Rathwood?

No, tickets must be purchased in advance and are available through our website from September 1st. Please note, due to the amount of bookings taken daily we are unable to take bookings over the phone.

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How long is the Teddy Bear Picnic Event?

Each experience will take 50 mins. Your time will be stated on your ticket. Please arrive at least 30mins before your trip. Please allow sufficient time for unforeseen delays (e.g. weather, traffic delays etc.)

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Is Rathwood’s Teddy bear Picnic an indoor or outdoor event?

The event is both an indoor and outdoor event, so please dress appropriately for our unpredictable Irish weather! In the event of bad weather, the picnic will take place inside the Teddy Bears Castle.

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What do I need to bring with me for the Santa Event?

You will need: your printed ticket, dress appropriately (this is both an indoor and outdoor event), please note no buggies are allowed during the event. Video recording equipment of any kind is not allowed on the Santa visit as there will be other children present.

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Are pets allowed?

No, only guide dogs

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Can I book a group of people on the Easter train?

Yes, you can book in a group of people on the train, up to a maximum of 20 people per booking. If you have more than 20 people in your group, you will have to make more than 1 booking. Simply follow the normal booking steps on the booking page. Schools, Crèches and all Groups have to book and paid online this way. Please note that you need at least one adult and one child on each booking so if you have to make a second booking, keep at least one adult's name and one child's name for it. If you think there is a chance that part of your group cannot come on that date or time, you should consider booking the families etc in separately on separate tickets.

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Can I book a group of people on the Rathwood train?

Yes, you can book in a group of people on the train, up to a maximum of 20 people per booking. If you have more than 20 people in your group, you will have to make more than 1 booking. Simply follow the normal booking steps on the booking page. Schools, Crèches and all Groups have to book and paid online this way. Please note that you need at least one adult and one child on each booking so if you have to make a second booking, keep at least one adult's name and one child's name for it. If you think there is a chance that part of your group cannot come on that date or time, you should consider booking the families etc in separately on separate tickets.

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Can I book a group of people on the Santa train?

Yes, you can book in a group of people on the train. Simply follow the normal booking steps on the booking page. Schools, Crèches and all Groups have to book and pay online this way. Please note that you need at least one adult and one child on each booking. Please make sure that all of your group are able to attend on your chosen date as tickets cannot be moved or split. Each family will see Santa separately down in the Forest.

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Can I book my event by mobile phone?

Yes our system is mobile friendly.

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Can I bring a buggy for my child on the train?

No sorry, the extra space on the train will be reserved for wheelchair users only. You will be able to use your child's buggy within the shops, up until your Rathwood train experience starts. Rathwood cannot accept responsibility for any personal property left in its premises so we advise you leave your buggy back in your car.

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Can I bring my camera?

Yes, you can bring your camera but make sure you take photos of your own children only. Video cameras in any shape or form are not allowed.

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Can I bring my camera?

Yes, you can bring your camera but make sure you take photos of your own children only. Video cameras in any shape or form are not allowed.

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Can I bring my camera?

Yes, you can bring your camera but make sure you take photos of your own children only. Video cameras in any shape or form are not allowed.

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Can I change my existing order?

You can change your delivery address by emailing us, but please note that if the items have been dispatched it is more difficult for us to change. Do please contact us though, and we’ll do our best to help

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Can I get a refund if I find out, after I book, that we cannot come on that day because someone is sick/working?

Tickets cannot be refunded unless your Rathwood event is cancelled by Rathwood or you have purchased the Cancellation Option when originally booking your tickets. See Terms and Conditions for further details on the Cancellation Option.

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Can I get a VAT invoice?

Of course. You’ll find this on your order confirmation email.

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Can I pay by cheque or purchase order?

Unfortunately not. We can however provide our bank details and you can make a transfer to our account. But delivery is only dispatched when money has cleared into our Bank account.

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Can I place an order over the phone?

We do take orders over the phone, our friendly Customer Care team in Rathwood Furniture Department are on hand to talk you through placing an order on our website. We use Sage pay Seccure payments to take your order over the phone, so no customer card details are kept!

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Can I receive a refund due to adverse weather conditions?

No, sorry you cannot receive a refund due to adverse weather conditions, unless you purchased the ‘Cancellation Option' when originally booking your tickets. Rathwood will endeavour to ensure that all events will go ahead no matter what the weather. In the unlikely event that Rathwood has to cancel any event, we will post notices on this website, the Rathwood website www.rathwood.com and Facebook and try to contact the ticket holders affected.

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Can I reserve a table in the restaurant?

As our Restaurant has 300 seats, there is no need to book your table in advance. You are welcome to speak to one of our Restaurant Chefs or Supervisors on your arrival, if you have special dietary needs or requirements.

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Can you have a wheelchair on the train?

Yes, we have space on the train for 1 wheelchair. When you make your booking you will be given the option to tick if you have a wheelchair.

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Can you leave my delivery with a neighbor?

For smaller items, this is usually no problem. For larger items, we recommend you’re at the delivery address so that you can get it delivered to a room of your choice.

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Can you send out fabric samples?

Of course.All you have to do is go to the Contact us page and request a sample.

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Do I need a ticket for a baby?

All children must be registered and have a valid ticket to go on the Rathwood Easter Train, but there is no charge for children under 12 months. Tickets for children over 1 year cost €10 and only children over 1 year will receive an Easter Egg. Tickets are booked online.

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Do I need a ticket for a baby?

All children must be registered and have a valid ticket to go on the Rathwood Little Bo Peep Train, but there is no charge for children under 12 months. Tickets for children over 1 year cost €7 and only children over 1 year will receive a soft toy and cupcake. Tickets are booked online.

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Do I need a ticket for a baby?

Yes, all children and babies regardless of age must have a ticket. The baby will receive a present from Santa and can take part in the full Santa experience. This complies with health and safety practices and is a requirement of our insurance company. 

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Do I need a ticket for a baby?

All children must be registered and have a valid ticket to go on the Teddy Bear’s Picnic train, but there is no charge for children under 12 months. Tickets for children over 1 year cost €10 and only children over 1 year will receive a picnic and make their own bear. Tickets are booked online.

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Do I need to pre-book or can I just buy tickets when I arrive at Rathwood?

Yes, tickets must be purchased in advance and are available through our website. Please note, due to the amount of bookings taken daily we are unable to take bookings over the phone.

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Do I need to pre-book or can I just buy tickets when I arrive at Rathwood?

Yes, tickets must be purchased in advance and are available through our website. Please note, due to the amount of bookings taken daily we are unable to take bookings over the phone.

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Do you have all your items on display in your showroom?

Yes. If you would like to contact us on 0599156285, we can just double check to see if the desired product is on display on our shop floor.

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Do you sell to other businesses?

Yes, we sell to both individuals and businesses. For more info on business orders or trade discount please contact James on 059 9156285

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Do you zero rate V.A.T. for shipping overseas?

At the moment, we only deliver to the UK and Republic of Ireland. And unfortunately we can’t zero rate V.A.T. for orders being shipped outside the UK after delivery to your Irish address.

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Does Rathwood have a showroom where I can view the products?

Yes – you can see our products in our 40,000 sq ft Department store in Rath, Tullow, Co.Carlow.

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How do I cancel an order?

It’s easy. You can cancel your order and get a full refund at any point up until we dispatch it from our warehouse – – you can do this by emailing furniture@rathwood.com. If you want to cancel an order as we’re getting it ready for dispatch, or after we’ve dispatched it, we’ll refund you the full cost minus any delivery charges. Please see our Terms & Conditions for further info.

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How do I change my delivery address?

You can change your delivery address by emailing us on furniture@rathwood.com before we dispatch it from our warehouse

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How do I know if I’ll be able to get my furniture into my home?

First of all, check the packaging dimensions on the product page. And bear in mind any communal staircases or corridors too.

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How do I track the progress of my order?

By emailing us at furniture@rathwood.com or you can phone us on 059 9156285

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How fast is Delivery?

Our aim is to get you your furniture as quickly and safely as possible. Therefore, we only use the best delivery companies who are efficient and are sure to handle your furniture with the utmost care.

Our general lead time on all items is 5-10 working days. However, our aim is to get the items delivered to your home within the first week of placing your order. If you require furniture urgently or within a certain time frame, please do not hesitate to contact us.

If for some reason we are unable to deliver within our general lead time of 5-10 working days, we shall contact you directly to advise.

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How long does delivery take?

To check the estimated delivery time for a product before placing an order, check the Delivery section on the product page. Generally speaking, about 90% of our products are available for Delivery, which means you could get them in just 5-10 working days. For the rest, it depends when the stock will come back into stock.

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How long is the Easter Experience Event?

Each experience will take 50 mins. Your time will be stated on your ticket. Please arrive at least 30mins before your trip. Please allow sufficient time for unforeseen delays (e.g. weather, traffic delays etc.)

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How long is the Little Bo Peep Experience?

Each experience will take 1 hour. Your time will be stated on your ticket. Please arrive at least 30mins before your trip. Please allow sufficient time for unforeseen delays e.g. weather, traffic delays etc.

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How long is the Santa Experience Event?

The Santa experience will take 1.30 hours. Your Start time will be stated on your ticket. Please arrive at least 30mins before your visit to receive your passes and gain free entry into our elves workshop. Please allow sufficient time for unforeseen delays (e.g. weather, traffic delays etc.)

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I already have a booking made and I want to add the Cancellation option?

You can only take the Cancellation Option when making your initial booking. We cannot add it to your ticket once your booking is complete

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I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event any day after 17th of Febraury. You will need a laser, debit or credit card to pay for your ticket over the internet. Please note, due to the volume of bookings made daily we cannot take bookings over the phone.

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I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event. You will need a laser, debit or credit card to pay for your ticket over the internet. Please note, due to the volume of bookings made daily we cannot take bookings over the phone. 

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I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event any day after September 1st. You will need a laser, debit or credit card to pay for your ticket. Please note, due to the volume of bookings made daily we cannot take bookings over the phone.

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I don't have a computer, how do I make a booking?

If you do not have a computer to make a booking, you can come to Rathwood's Reception in person to book your event any day after 17th of Febraury. You will need a laser, debit or credit card to pay for your ticket over the internet. Please note, due to the volume of bookings made daily we cannot take bookings over the phone.

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I entered details incorrectly when I made a booking, how do I change them?

Please have your ticket number ready and call our Help Desk on 059 9156285 to amend any details.

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I entered details incorrectly when I made a booking, how do I change them?

Please log back into www.santatrain.ie. In the Visitor Portal type in your email address & ticket ref no. (this can be found on the top of your e-ticket) to amend any details.

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I need to add an extra child/adult in with our family. How can I do this?

Please telephone our staff at Rathwood 059 9156285 and we will do our best to fit in the extra adult or child on your train. Please note however, that if the train is fully booked, we will be unable to add the extra person onto the same train for you.

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I received the wrong product, what shall I do?

First of all, we’re really sorry for the error. Please contact us and we’ll sort this out for you as soon as we can.

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I'm having trouble paying through my Paypal account, what should I do?

Simply get in touch and we’ll be glad to help. Please phone us on 0599156285

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Is the Rathwood Easter event indoor or outdoor event?

The event is both an indoor and outdoor event, so please dress appropriately for our unpredictable Irish weather!

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Is the Rathwood Little Bo Peep event indoor or outdoor event?

The event is both an indoor and outdoor event, so please dress appropriately for our unpredictable Irish weather!

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Is the Rathwood Santa event indoor or outdoor event?

The event is both an indoor and outdoor event, so please dress appropriately for our unpredictable Irish weather!

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Is there parking at Rathwood?

Yes, there are 300 free car spaces, 6 disabled spaces and ample parking for coaches.

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Is there restaurant facilities?

Yes, Rathwood has a 300 seater Restaurant with food served up until 5.30pm

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My order is later than expected - What shall I do?

Firstly we are sorry, please contact us on 0599156285 or email us on furniture@rathwood.com

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My printer is not working, how do I print off my ticket?

Take note of your Ticket Number and the email address you used. You can log back in and print off your ticket when you have your printer working or at another printer. It is important that you print off your ticket and bring it with you to your Rathwood Event.

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My product has arrived but I want to return it.

That’s no problem. Just contact us within 7 days of delivery including your order details and a brief reason for your return – you can do this through calling us on 0599156285. We’ll then arrange to collect it from you. Please note that a delivery collection charges will apply. We charge a standard €39 collection rate.

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What are Rathwood's opening times during the Easter Season?

Rathwood is open 7 days a week.

Shop: 9am to 6pm Monday to Saturday

11am to 6pm Sunday

Restaurant: 9.30am - 6pm Monday to Saturday

11am - 6pm Sunday

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What are Rathwood's opening times during the Santa Season?

Rathwood is open 7 days a week. (These are the Christmas opening times November 26th - December 23rd) Shop: 9.30am to 9pm Monday to Saturday 11am to 7.30pm Sunday Restaurant: 9.30am - 9pm Monday to Saturday 11am - 7.30pm Sunday.

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What are Rathwood's opening times?

Rathwood is open 7 days a week.

Shop: 9am to 6pm Monday to Saturday

11am to 6pm Sunday

Restaurant: 9.30am - 6pm Monday to Saturday

11am - 6pm Sunday

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What do I do if my ticket receipt has not been emailed to me?

Tickets will automatically be emailed to the address you entered upon payment of your tickets. Tickets must be paid for at time of booking. Please telephone Rathwood on 059 9156285 or email Events@rathwood.com if you still have a problem.

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What do I need to bring with me for the Easter Event?

You will need: your printed ticket, camera, dress appropriately (this is both an indoor and outdoor event), please note no buggies are allowed during the event.

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What do I need to bring with me for the Little Bo Peep Event?

You will need: your printed ticket, camera, dress appropriately (this is both an indoor and outdoor event), please note no buggies are allowed during the event.

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What do I need to bring with me for the Teddy bear picnic event?

You will need: your printed ticket, camera, dress appropriately (this is both an indoor and outdoor event), please note no buggies are allowed during the event.

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What else can you do at Rathwood?

There is so much to do at Rathwood! We have something for everyone with our shop filled with fashion, accessories and much more, enjoy wholesome food in our Restaurant, explore the garden centre, experience our furniture, kitchen and All Stone showrooms. We also have the Woodlands Falconry and Birds of Prey Centre on the grounds, ladies boutiques, playground and more.

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What happens if I get delayed on the way to Rathwood?

Please phone Rathwood 059 9156285 if you are delayed. We cannot guarantee you a place on the train if you miss your train event. Every Rathwood event must start on time. We ask all visitors to check in 30 minutes before your booked event. Please allow sufficient time for any unforeseen traffic problems, weather, car sickness etc.

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What happens if I’m not there when delivery is attempted?

Our delivery partners will try to get in touch with you before making their delivery. If you’re not there when they do, you can re-schedule your delivery by calling them direct or getting in touch with us.

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What happens on the Rathwood Easter Train and how much does it cost?

Tickets for the Rathwood Easter Train cost €6 for Adults and €10 for Children.

The Easter Train takes children on a trip from the Rathwood Courtyard, through the animal farm and all the way to the Rathwood Forest lead by the Easter Bunny. The children must help the Easter Bunny on his secret mission this Easter, as some unexpected trouble might be coming his way. Other famous characters will join the Easter Bunny on his journey. The Rathwood Easter Train includes storytelling, drama, a ride on the Rathwood Express and a small walk in the forest, which involves the whole family.

Tickets can only be booked online on www.rathwood.com

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What happens on the Rathwood Little Bo Peep train and how much does it cost?

Tickets for the Rathwood Little Bo Peep Train cost €4 for adults and €7 for children

The Rathwood Express takes the children on a trip down to the woodlands with Little Bo Peep. Little Bo Peep has lost her sheep and she needs the children’s help to find them. They must keep an eye out on their journey for Little Bo Peep’s sheep that could be hiding in the woodlands. Everyone on board will get to feed the geese & also get to visit little Bo Peeps Spring lambs. For helping to find little Bo Peeps Sheep each child will get their very own lamb soft toy to bring home & a Yummy Cupcake in our Restaurant afterwards.

Tickets can only be booked online on www.rathwood.com

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What happens on the Rathwood Santa Train and how much does it cost?

Adults are €10 and Children €15 Santa

 

Mrs Claus their Elves and Reindeer are back to their Woodland Home. Don't miss this Wonderful Magical Experience to meet Santa and Mrs Claus in their Woodland Home in Rathwoods enchanted forest. Before you go on board the Train to see Santa, Mrs Claus and her elves will share a wonderful Christmas story with your family.

 

The Rathwood Santa Train will take all the family on a magical journey through the Elf Village and on the way meet one of Santa's special elves who will lead you through the mystifying forest to Santa's Woodland home Meet the elves in their School Class room Santa will spend time with each family and have a special present for the children who have been good all year round! Sit back and soak up the Christmas atmosphere while the children enjoy a cup of hot chocolate in our restaurant after their Christmas adventure.

 

Don’t miss the opportunity to take a picture on Santa's sleigh and treasure those magical moments forever. Rathwood Santa Adventure is an exciting Christmas Tradition.

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What happens on the Rathwood Teddy Bear Picnic Event and how much does it cost?

Tickets for the Teddy Bear Picnic event cost €6 for Adults and €10 for Children.

The children will meet Goldilocks and the 3 bears and visit our teddy bear factory. There they will create their very own bear with some help from goldilocks and her friends. Then the Rathwood Express takes the children on a trip down to the woodlands to feed the geese. After the Train journey the children will enjoy a picnic with their new friends. Everyone will be entertained by Goldilocks & the 3 Bears throughout the event.

Tickets can only be booked online on www.rathwood.com

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What if my order’s damaged?

Firstly, we’re sorry to hear that. We run strict quality control checks both at the manufacturing stage and again at our distribution centre. Even so, things do sometimes get damaged despite our best efforts. If this is the case, please contact us through your account or by emailing furniture@rathwood.com, along with a photo of the damage. Our Customer Care team will then go through the refund and repair options with you.

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What is the Cancellation Option?

If you availed of the Cancellation Option when booking your tickets and you now wish to cancel or transfer your tickets to another date, please email your request to cancellations@rathwood.com. Please note that you cannot claim a refund or transfer of part of your ticket i.e. only full ticket cancellations and transfers can be made for your full ticket.

You must email your request to cancellations@rathwood.com before the cancellation date and time stated on your Ticket. Please note once you have submitted a valid cancellation email it cannot be withdrawn.

When sending an email state your Ticket reference number, name your tickets were booked under, reason for cancelling or transferring and daytime contact number

If you submit a cancellation AFTER this date and time, you will NOT be entitled to any refund. Please note that the Cancellation date and time is printed separately on your Ticket, but only if you paid for the Cancellation Option at the time of booking. If you submit a cancellation email you will receive a receipt of your email from cancellations@rathwood.com and you will be contacted within 10 working days of this receipt.

You will be offered an alternative date and time, if one is available and a refund of your tickets less charges if another date and time is not available.

Note: No refunds will be made for: Cancellations where the Cancellation Option has not been purchased, Cancellations after the Cancellation Date and Time printed on your ticket. Where you have paid for the cancellation option Cancellations must only be submitted to the email address (cancellations@rathwood.com) or they will be considered invalid and no refund will be made. Part of a ticket where only some of your group cannot attend, the Cancellation Option applies to the full ticket only. We will NOT accept telephone or personal cancellations only cancellations by email on or before the date and time for cancellation on your ticket.

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What time does my event start?

Your time will be stated on your ticket. You must bring your printed ticket with you. It is advisable to arrive 30 minutes in advance of your event start time. Each event must start on time as the train must leave on time. 

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What type of cards do you accept?

We accept all major credit and debit cards, including Visa Credit, Visa Debit and Mastercard. If you’d like to use a card other than the ones we accept, you can pay via PayPal.

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Where are Rathwood products manufactured?

The Keogh family have over 20 years experience in making and finishing interior furniture in Ireland, however we now travel all over the world to find the right suppliers to work with us. Many of our items are produced in Far-east. But some are made here in the Ireland & UK too.

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Where do you ship to?

At the moment, we only deliver to the UK and Republic of Ireland. We hope to start shipping to other countries very soon though, so if you’d like to know when we start doing this, just sign up to our newsletter and we’ll keep you posted.

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Where's my confirmation e-mail?

As soon as you place an order, we’ll send you an email confirming the details including our V.A.T. information. If this hasn’t arrived in your inbox yet, have a look in your ‘junk’ folder – it might be in there. If not, please get in touch and we’ll get one sent out to you as soon as possible, Or you can call us on 0599156285.

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Why has my payment failed?

This might have happened for a few different reasons. First, check you’re using a card we accept (including Visa Credit, Visa Debit and Mastercard). Have you entered the card details correctly? Is your billing address in the UK or Ireland? If you’ve checked everything above and it still isn’t working, we recommend you give your bank or card issuer a call to check there are enough funds in your account to make the payment.

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Why is there a charge levied?

The charges are levied on us and pay for credit/debit card processing services, the installation and maintenance of computer hardware and software and all other costs associated with the ticket transaction.

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Will a professional photo be taken with Santa?

A professional photo won’t be taken with Santa; however you can get a professional photo taken on Santa’s Sleigh before or after your visit. Video cameras in any shape or form are not allowed. 

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Shopping at Rathwood

Payment

Returns & Returns

Deliveries

General

Easter Train

Little Bo Peep

Santa train

Teddy Bear Picnic